O Canada! → Canadian → Telus > [BC] Do bother with Telus

[BC] Do bother with Telus

Awhile ago Telus set up a promotional table in the lobby of the condo I live in and as a result many people in the building took their offer. One year later and every single person that made the change regrets it. Telus hardware is crap, PVR is always cutting out and losing connection, records a program, but loses connection so only part of the program is recorded. Push the record button to record a program you want to watch later only to see a message that says PVR is offline so you must spend 15 minutes screwing with the PVR and many times have to reboot the router and all set up boxes. This is a regular occurrence not something that happens rarely. The internet is so freakin unstable it's maddening. Skype, online gaming is gone. I have the Optik 50 and the latency spikes are out of control and have been steadily getting worse not just for me, but for everyone I know with Telus service. The worst part of it all, when you talk to tech help they don't have a clue what your talking about, it would be nice to talk to someone at Telus that wasn't as dumb as a stick, or at least wan't pretending to be just to get rid of you. I would never recommend Telus to anyone and I will do my best at steering people away from picking Telus.

It's weird. I haven't experienced a single problem you've described. I've been with Telus for two years, and so far, it's been fairly pleasant (if you ignore the rate increases).

Telus service reminds me of how it was with Shaw when they were over saturating the nodes.

Sounds like something specific to your building...if everyone else who switched is having the same problems.

I live in 100 suite apartment block some are Shaw others like me Telus.I have all services with Telus including Mobility.
The other evening I lost my picture on TV.Telus rebooted everything for me also asked me to test my internet. Everything is fine again.
I have complete confidence in this Company.Can assure you that anyone as dumb as a stick in this age of competition is not part of the Telus family

The upload speed was so low before, like 0.6mbps or 0.1mbps sometimes so I couldn't even load pages properly or make Skype video calls. The download speed was around 13mbps too. I'm on Optik 50 now because they bumped me up from 15 for my usage (around 500GB). After multiple tech support calls, I'm getting the proper speed of 50/10 now, but I have to say Telus tech support really isn't helpful. I had to be transferred to various reps and explain my issue over and over again. They didn't really have a clue what I was saying either, although it's simple as not getting enough speed.
I've even had a tech that came to install 50 who actually did nothing but check the speed (35/1 at that time) with telus speed test and make sure it's above the minimum required speed.

Tablo:

You are still getting 13mbps download?? They are putting cap in torrent , down to 1.6 kbps (yes, you heard it right) . I am not a heavy torrent downloader , and I am switching service.

Telus is crap. paid for 15 Mbps package and get this. DO NOT USE TELUS!

AnontechGuy:

As I said in the other reply , shut the hell up. This engineer had to demonstrate his knowledge on the subject before they finally admitted they do throttle my speed, so please TECH guy!

As I said in another post, you are in BC, I do not know the status / policy of Telus in BC. This is what I experience here in deadmonton. If you don't throttle speed in BC , that is fine but I am being screwed by Telus in here.

Sure I am here just to trash Telus for fun, right! I am shopping for another ISP!

I work for corperation too, I know the culture. What it says on papers doesn't mean real implementations across different regions.

Nevermind this post, no point. Telus employers obviously defend their own company (until they are either laid off or get screwed by their employer).

It's been a few years since I've been on Telus and my experience was this:

Once your up and running it's pretty good. The downside is I've rarely had a time where an installation or speed upgrade happened without problems. I've had order tickets go missing, techs not wanting to resolve problems, horriible tech support, etc..

One time in Edmonton I upgrade from 15 to 25mbs and my speed got worse. They sent out 3 techs. Each tech checked the line, said nothings wrong, and took off. Never ran a speedtest on my line or bothered to troubleshoot. By the time I got to the third tech I have him the the third degree. Have you tried this, have you tried that. It seemed they wanted to get in and out without fixing anything. That third tech must of felt bad because he went back to the CO (once it was unlocked) and tried sticking me on a different port. Problem solved. How much money would telus of saved if they gave incentives for their techs to figure this stuff out (I got the feeling they got paid by the trip, so they wanted in/out as fast as possible).

Well maybe I wrote my reply poorly, but it was after several frustrating support calls that they actually gave me the proper speed. I've never experienced throttling, I can torrent away at 5.5MB/s easily.

There is incompetent tech on shore too....

I think with the migration to Converge Edge that is in progress, We should see less and less provisioning issue overall. We still have some work to do but overall, we are doing much better on CE node than non-CE node for activation.
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I may work for, but do not necessarily represent the views and beliefs of TELUS Communications.

"There is incompetent tech on shore too...."

Deflection is a form of incompetence too.....

Twixt is spot on. Making out its the customers fault because a tech can't do something whether his lack of ability or lack of support ability doesn't matter its wrong! If there are internal screw ups the customer simply doesn't care for excuses they just want reliability and for things to just work.

If Telus wants to make things worse with outsourcing jobs (over 10,000 coupled with poor training as employees attest to) then it's their own grave to dig unfortunately.

This week I was over to help an older lady with her connection, was unstable and slow. She's running a Speedtouch and a Tomato router. Did speedtests, with and without router, checked connections, made sure pc was clean, reflashed router and only then did I call in. The onshore gal I spoke with (from Edmonton) was great. We found out the old gal had put a filter in that affected her speed (obviously) then the port got out of spec. Took it off and still was bad. She put me on hold, got ahold of a 2nd level tech to deal with the port issues, and back up and running normally. Then, transferred me to Sales to set this gal up in moving her from 3mbps to 6mbps connection. Fabulous service. I see this more often than not lately. Great support experience.

Why in god's name does this little old lady run a speedtouch with a tomato router???
Based on what you said, she's not technical and wouldn't need any advanced features.
She should have an actiontech for simplicity.... she's the reason why TELUS has it
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I may work for, but do not necessarily represent the views and beliefs of TELUS Communications.

She's had it for years, and its never quit, or give her troubles. Her account was setup as a basic, and that was what was sent out. Hell, I still see the odd SE567. People leave their stuff alone if it works. And, We only have a max of 6mbps, with quite a few still at 3mbps, so an Actiontec is a waste. Except, yes, for Telus support.

I get that Telus can offer support with only a limited line of hardware, but alot of people, based on past experiences, would rather not talk to Telus CSR's. Theres ALOT like that, so they don't get the opportunity to upgrade. The stories of frustration are many here, not so much anymore, but thus my opportunity to give kudos when I did.

Bottom line, everything works, they leave it along.